Rohan Charrett

Melbourne utility City West Water has appointed its new General Manager of Customer Experience, marking a third high-profile addition to its executive team in 2020.

Rohan Charrett will assume the new position on 3 August 2020. His appointment follows an extensive recruitment search. 

Mr Charrett has had an extensive career in both the telecommunication and utilities sectors holding a variety of senior roles.

In his most recent role at Jemena, Mr Charrett was leading, developing and implementing an integrated Customer Experience program for the utility company.

Mr Charrett has also led large global customer service teams including remote teams and has driven significant improvements for both customers and employee experience. 

In his new role as General Manager of Customer Experience, Mr Charrett will be responsible for ensuring City West Water continues to deliver exceptional services to both residential and business customers across major contact channels.

These channels include a multi-skilled customer contact centre, customer engagement, digital services, credit and hardship programs.

Mr Charrett’s appointment follows the appointment of Maree Lang as City West Water’s Managing Director in April 2020, and Richard Smith as the organisation’s General Manager of Strategy and Planning in June 2020.

Ms Lang congratulated Mr Charrett on his appointment. 

“Rohan comes to City West Water with a wealth of technical expertise and leadership capabilities that will inspire others and nurture development and growth,” she said.

“I look forward to welcoming Rohan to City West Water.”

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